Our client is seeking to engage a Contact Centre Officer (APS5 Equivalent).
Location: Perth
Employment: MAX TERM, 12 months
Eligibility/Security Requirement: Ability to obtain BASELINE CLEARANCE
Benefits: paid leaves + paid public holidays + 15.4% Super
What you will do
* provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number
* apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions
* under limited direction, be accountable for organising workflow and escalating risks and issues when needed
* develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants
* resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues
* assist callers to navigate and access a range of Redress Support Services
* contribute new ideas, including the identification of efficiency improvements for service delivery
Our ideal candidate:
* communicates confidently and presents verbal and written messages in a clear, concise and articulate manner
* understands trauma informed principles and their importance in providing a high level of service
* applies legislation, policies, procedures and information management requirements
* demonstrates high level accuracy and attention to detail in the processing and recording of information
* has the ability to self manage in a complex, changing environment with a high workload
* demonstrates critical thinking and problem solving with a solution focused approach.
If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Isaac Benjamin on 02 6268 9769 or email for further discussion.